My bank has refused to resolve my grievance regarding unauthorised debits in Saharanpur; how do I file an RBI complaint under the Banking Ombudsman Scheme?

Detailed Legal Analysis

To file a complaint with the Reserve Bank of India (RBI) under the Banking Ombudsman Scheme regarding unauthorised debits, you need to follow a structured process as outlined by the RBI. This scheme provides a mechanism to address customer complaints against banks effectively.

Here are the steps to file your complaint:

• Eligibility: Ensure your grievance falls under the purview of the Banking Ombudsman Scheme. This includes issues like unauthorized transactions, non-acknowledgment of complaints, and failure to provide promised services.
• Initial Complaint to Bank: Before approaching the Ombudsman, you must first lodge a complaint with your bank. Make sure to document your complaint in writing, either via email or a physical letter, and keep a copy for your records.
• Waiting Period: After submitting your complaint, wait for a resolution for a maximum of 30 days. If your bank does not respond within this time frame, or if you find their response unsatisfactory, proceed to the next step.
• Gather Documentation: Collect all relevant documents, including:
  • Copies of your complaint to the bank.
  • Any correspondence received from the bank.
  • Bank statements showing unauthorized debits.
  • Identity proof and address proof.
• Filing the Complaint: You can file your complaint with the Banking Ombudsman through the following methods:
  • Online: Visit the RBI’s official website and access the online complaint form.
  • By Post: Send a written complaint to the address of the Banking Ombudsman concerned, detailing your grievance and attaching all supporting documents.
  • Email: Some Ombudsmen may accept complaints via email, check the specific regional office for details.
• Complaint Reference Number: After filing your complaint, you will receive a reference number. Keep this for tracking the status of your complaint.
• Await Resolution: The Banking Ombudsman will review your complaint and provide a resolution within 30 days. You will be informed of the decision via the contact details you provided.
• Further Action: If you are not satisfied with the Ombudsman’s decision, you may seek legal recourse or escalate the matter to the appropriate court as per the provisions of the Consumer Protection Act, 2019.

The Banking Ombudsman Scheme is governed by the Banking Ombudsman Scheme, 2006, as per the powers conferred under Section 35A of the Banking Regulation Act, 1949.